Maintenance which you can purchase after the two years of included maintenance have passed

Each DemoRecorder license comes with an extensive set of services for the first two years after purchase of the license.

After these two years, you can purchase maintenance which will give
you the same set of services.

Your yearly investment for this maintenance package is 17% of the original license price (plus possibly adjusted for inflation sind the purchase of the original license.)

Enough introductory comments: Please read the description of our services and guarantees which are included in the maintenance package

Services Included with purchased maintenance

The following services are included during the period of maintenance:

Support

You will get competent support directly from the author of DemoRecorder.

This works as follows:
Whenever you have a question related to DemoRecorder or whenever you need help with DemoRecorder please write an email with your questions to me personally at chris{at}DemoRecorder.com and I will help you and answer your questions by email.
(please replace {at} with @ in the email adress)

The maximum reaction time depends on the type of license you have purchased:
With DemoRecorder-Pro or DemoRecorder-VIP or DemoRecorder-24/7 you will get fast reaction times ( 2 business days max instead of 5 business days max).
You may of course upgrade your existing licenses to DemoRecorder-Pro or DemoRecorder-VIP or DemoRecorder-24/7 for qualifying for faster reaction times.

Priority-treatment of support requests:

Support queries for DemoRecorder-24/7 have priority over
support queries of all other editions.

Support queries for DemoRecorder-Pro and DemoRecoder-VIP have priority
over support queries of DemoRecorder-Web and DemoRecorder-Standard
editions.

If you currently have a license with lower priority than you wish,
then please upgrade to the according license. (Please ask us for
a quote and we'll give you a suitable quote.)

Bugfixing Service:

While your maintenance is valid, you will get all bugs fixed which you encounter and which we can reproduce.
And we will work together with you until we get all necessary info for reproducing the bug...

That means that if you supply us with all necessary info for reproducing a problem, you can be sure to get it fixed.

Priority-treatment of bugfixes:

Bugfixes for DemoRecorder-24/7 have priority over
bugfixes for all other editions.

Bugfixes for DemoRecorder-Pro and DemoRecoder-VIP have priority
over bugfixes for DemoRecorder-Web and DemoRecorder-Standard
editions.

If you want to get priority treatment with bugfixes please upgrade to a license of DemoRecorder-Pro or DemoRecorder-VIP or DemoRecorder-24/7 if you do not already have such licenses.

Updates:

All new releases of DemoRecorder which are released during the maintenance period are included in the maintenance package, within the scope of your licenses:
Just download the new version, install it (and reactivate the license if the install procedure has removed the license files, which may happen on some systems.)

Instant License Move Service:

We believe that it should be as easy as possible to move a license to another computer or to handle hostid-changes due to hardware upgrades.

Therefore, through our license move service these actions may be performed online and instantly as follows:
If you upgrade your hardware or move your license to another computer, just reactivate the license again with the new demorec-hostid.
You will instantly get your new license file after confirming that you won't use the old license files anymore.

(The license move service works instantly for a certain, reasonable number of times within a certain timeframe.
If these common-sense boundaries are exceeded we will manually review license moves in order to prevent abuse of that service.)

The license move service is also available if you have not purchased maintenance. It is available as long as your license is valid.

Guarantees

Service Guarantee:

If, during the active maintenance period, we fail on providing
the services included with your maintenance package (as listed above under Services...),
you may return the maintenance package for this period
for a full refund.

We can afford to offer this guarantee because
we are dedicated and sure to fulfill our promised services.

We do offer this guarantee because you deserve
to get the services we promised or otherwise we
don't deserve to get money from you.

So you can be sure to get your

Support as long as you have active maintenance.

Bugfixing service as long as you have active maintenance.

Updates for all releases released within the active
maintenance period.

Instant license move service. ( this is independend of maintenance )

Frequently asked Questions

Q: Can I save money by ordering maintenance later (when I "need" it?)

A: No you can't, Actually, you risk higher cost.
Here is why:

You don't save any money by ordering maintenance later because there must not be any gaps in maintenance. I.e. if you purchase the maintenance four months late, then this will still be from the prior maintenance expire. (Also, the maintenance may get more expensive in nominal price because its price is tied to inflation.)

When you order maintenance late, you may save a few dollars for interest on that money,
but you'll have an increased risk that you'll have a higher cost
if you need maintenance services from me while out of maintenance.

Which leads us to the next point:

Maintenance is like an insurance: If you need me for support or bugfixing, then this is covered by maintenance.

It is not OK to purchase maintenace on the occasion of a need for maintenance services, like it's not OK to purchase an insurance on the occasion of the kind of event that's covered by the insurance. In both cases, the cost of dealing with the current event is not covered by maintenance or by any insurance.

If you are out of maintenance and need maintenance services, then:

you'll pay my standard hourly rate of US$199 for these services

plus you might have to purchase a license upgrade if that's necessary for fixing a problem.

If you are too long out of maintenance for a license ( longer than a year ), then you cannot purchase maintenance-extension anymore. Instead, there is the option of purchasing an upgrade license, which costs about 50% of a new license and which includes 2 years of maintenance.

( The offer to purchase maintenance extension, if you are out of maintenance for shorter than a year, is a kind of a tolerance time-span where you can continue your maintenance when a gap emerged ( because you forgot to renew for a while due to various reasons... )I may shorten the tolerance period in the future. )

Here's why this policy is good for everybody:

This policy provides a financial incentive and appropriate funding for making the quality of DemoRecorder
as good as possible, so that problems arise rarely. This is like an insurance which uses part of its funds for
activities which reduce the risk of bad events.

After all, not needing support and bugfixing due to good product quality is still better for you than
needing support or a bugfix. Reason: If you need support or a bugfix, it still costs some of your time and
you may have some interruption of service.

So, many of the activities funded by your maintenance-payment happen behind the scenes, in order
to prevent any problems.

Of course, one cannot avoid all problems. So it is good to have an insurance-like service in place which mitigates and
fixes those problems.

Support is not only about fixing problems.
It is also about getting answers to questions about optimal usage of DemoRecorder.

Even in that area, the insurance-like model provides alignment of interest as follows:
It provides an incentive and appropriate funding for the following measures:

make the usage of DemoRecorder so easy that questions about optimal usage emerge less frequently.

make the online FAQ and other documentation so good that you and other customers can get instant answers for
many of his/her questions.

Again, this creates alignment of interest between vendor and customer because it is better to know what to
do without having questions, and to have most remaining questions answered instantly
than to having to wait for answers from support.

Of course some question will still remain. So it's is good to have a service in place which makes
sure that your questions are answered.

Alternative policies which do not offer an insurance-like maintenance, actually create a conflict of interest
between vendor and customer. Or they risk to provide insufficient funding for quality measures, if the vendor
is interested in providing good quality due to his high ethics.

(Since I am interested in providing good quality
due to ethical reasons, I created a system which actually enables me to do so.
An important part of ethics is to make sure that ethical behavior is actually sustainable in practical terms.)

If you are more than one year out of maintenance,
purchasing an upgrade license (with 2 years of maintenance included)
is actually cheaper than purchasing maintenance for the gap:

more than 17%+inflation of the orig license price for a gap which is greate than one year

plus 2 times 17%+inflation for the two years of maintenance included in the upgrade license

is more than 51%+inflation of the orig license price.

Therefore the price of an upgrade license (which is 50% of the current list price)
is lower if the gap is larger than one year.
( Assuming that license prices are roughly tied to inflation... which is often, but not always, the case. )